The freedom and “always on” power of the internet means that customers now expect to be able to conduct a large percentage of their goals online but inevitably from time to time customers and companies will always need to speak with one another to accomplish each other’s goals.

By linking the website with the contact centre using WebConnect® software it’s possible to make sure that real life customer service is available to customers or a sales agent is on hand to complete a purchase just when a website visitor needs it the most.

WebConnect® software allows website visitors to be offered all the flexibility of the Concierge® and Rendezvous® software, such as displaying live information about current agent wait times. Moreover, business rules can determine who and when to offer a callback – maybe promoting the option to visitors loitering in their shopping basket or on a “service upgrade” page when WebConnect knows their are idle agents ready to help them complete their transaction.

Adding a communication channel to a website should not be difficult or expensive — and with WebConnect® software, it isn’t. A single solution manages web requests with voice requests making sure customers are spoken to in the correct order and with the correct priority no matter what channel they initially choose to deal via.